摘要
目的应用统计过程控制理论分析指导医院服务质量持续改进。方法联合使用多个控制图方法对医院服务质量评价指标的变化趋势进行监控,及时发现过程中的异常波动,制定针对性措施实施过程改进。结果找出了影响医院服务质量数据波动的主要原因,制定改进措施,取得了良好的管理效果。结论控制图可以准确全面反映医院服务质量的总体情况和过程控制情况,根据数据异常分布状态找到潜在的影响服务质量的原因并进行持续改进,是有效的过程管理工具。
Objective To analyze and guide the hospital service quality continuous improvement through statistical process control theory.Methods Using multiple control chart methods in combination to monitor the hospital service quality evaluation index,discover the abnormal fluctuations in the process immediately,and then develop corresponding measures to improve the process continuously.Results The main reason affecting satisfaction data fluctuation of hospital service quality is found,and then improvement measures are formulated,and finally good management results are gained.Conclusion The control chart is an effective process management tool,which can accurately reflect the general observation and process control of the hospital service quality,find the cause of the potential effects of service quality according to the data anomalies distribution state.
出处
《中国医院管理》
2013年第12期76-79,共4页
Chinese Hospital Management
基金
广东省科技计划项目(2011B031800165)
广州市科技计划项目(11C42120717)
关键词
统计过程控制
控制图
服务质量
statistical process control
control chart
service quality
